IT Support Resume Guide — Help Desk and Support Roles

IT support resumes should show resolution speed, customer satisfaction, and technical breadth.

Quantify tickets: 'Resolved 1,200+ tickets per year with a 95% first-contact resolution rate and a 4.8/5 CSAT score.'

Show system breadth: Windows, macOS, Linux, Active Directory, Office 365, Azure AD, VPN, and common SaaS tools.

Include ticketing systems: ServiceNow, Jira Service Management, Zendesk, Freshdesk, or ManageEngine.

Show escalations: 'Reduced escalations to level 3 by 30% through better documentation and training.'

Mention documentation: 'Authored 50+ KB articles, cutting repeat tickets by 25%.'

Show hardware/network work: imaging, troubleshooting, and basic network (DNS, DHCP, Wi-Fi).

Include soft skills: 'Praised in 90% of surveys for clear communication with non-technical users.'